Background

Row

Project

San Fransico Airport Customer Satisfaction Survey Analysis for the year of 2018

General Information

SFO conducts an annual survey and collects data on passenger demographics and satisfaction with airport facilities and services from stratified random samples. This study uses secondary data from the 2018 SFO annual survey, which provided a random sample of 2809 responses on 95 questions, with a number of missing responses ranging from 0 to 2809.

In this study, two types of predictor variables are selected to determine the key drivers of overall satisfaction at SFO: ratings, and cleanliness. Ratings include a total of 15 items (artwork exhibitions, restaurants, retail shops and concessions, signs and directions inside SFO, escalators/elevators/moving walkways, information on screens/monitors, information booths (lower level - near baggage claim), information booths (upper level - departure area), accessing and using free Wi-Fi at SFO, signs and directions on SFO airport roadways, airport parking facilities, AirTrain, long term parking lot shuttle (bus ride), airport rental car center, and SFO Airport as a whole. A 5-point Likert scale, with 1 as “Unacceptable” to 5 as “Outstanding” is used to measure ratings.

Age, gender, and income are the demographic variables, with age categorized into 7 levels, gender categorized into 3 levels, and income categorized into 5 levels. Data inputs tab shows the data we selected for this study.

Satisfaction Rating

Rating Classification
Rating Rating_code
Unacceptable 1
2
3
4
Outstanding 5

Age

Age Classification
Age Age_code
Under 18 1
18 - 24 2
25 - 34 3
35 - 44 4
45 - 54 5
55 - 64 6
65 and over 7

Gender

Gender Classification
Gender Gender_code
Male 1
Female 2
Non-binary 3

Income

Income Classification
Income Income_code
Under 50,000 1
$50,000 - $100,000 2
$100,001 - $150,000 3
Over $150,000 4
Other Currency (specify) 5

Overall Satisfaction

SFO Survey 2018 - Overall Satisfaction Rating
Age Gender Income Overall_Satisfaction
5 1 5 4
6 1 2 4
6 2 4 4
3 1 2 3
5 1 3 4
3 2 4 3
4 2 0 4
6 2 2 4
7 2 2 4
3 2 4 4
4 2 4 3
3 2 0 4
5 2 0 4
7 2 2 4
5 2 4 4
7 1 2 4
7 2 0 0
3 2 1 5
6 2 1 4
4 1 3 4
4 1 4 4
7 2 3 5
7 2 0 5
6 1 3 5
7 1 3 4
3 1 3 5
3 2 4 4
7 2 3 5
6 2 4 3
6 2 4 5

Artwork

SFO Survey 2018 - Artwork & Exhibitions Satisfaction Rating
Age Gender Income Satisfaction_Rating
5 1 5 3
6 1 2 3
6 2 4 4
3 1 2 3
5 1 3 4
3 2 4 4
4 2 0 5
6 2 2 3
7 2 2 4
3 2 4 3
4 2 4 4
3 2 0 5
5 2 0 4
7 2 2 2
5 2 4 4
7 1 2 4
7 2 0 5
3 2 1 4
6 2 1 4
4 1 3 3
4 1 4 5
7 2 3 4
7 2 0 5
6 1 3 4
7 1 3 4
3 1 3 4
3 2 4 4
7 2 3 5
6 2 4 5
6 2 4 4

Food

SFO Survey 2018 - Restuarants Satisfaction Rating
Age Gender Income Satisfaction_Rating
6 2 4 3
4 0 2 4
3 1 0 5
3 2 0 4
0 0 0 5
6 2 2 4
2 1 0 4
3 1 0 3
4 2 0 4
3 1 0 4
3 1 1 3
4 1 3 4
4 1 0 2
6 1 1 3
3 1 4 4
7 1 0 3
3 1 2 4
3 1 3 3
4 1 4 3
5 2 4 4
4 1 3 2
5 2 4 4
6 1 3 3
4 1 4 4
6 1 2 4
3 2 2 5
7 2 1 4
3 1 2 4
7 2 4 3
4 1 2 5

Retail

SFO Survey 2018 - Retail Options Satisfaction Rating
Age Gender Income Satisfaction_Rating
4 0 2 3
3 1 4 3
4 2 3 1
4 1 3 2
7 1 1 3
3 1 0 3
7 1 1 4
2 1 0 3
5 1 4 3
4 2 4 4
3 1 4 3
5 1 4 3
6 2 0 4
3 1 0 4
3 2 2 3
5 2 3 4
4 1 2 4
4 2 0 5
5 2 4 3
2 1 1 4
6 1 4 3
5 2 4 4
6 1 2 3
3 1 1 4
3 2 2 5
5 1 3 4
3 1 2 4
3 2 2 4
2 2 1 5
7 2 3 3

Airport Signage

SFO Survey 2018 - Airport Signage Satisfaction Rating
Age Gender Income Satisfaction_Rating
4 1 2 4
4 2 4 3
6 1 1 4
5 2 2 5
5 1 4 4
7 2 1 3
5 1 4 3
6 2 0 4
6 2 0 5
4 1 4 4
4 2 2 4
4 2 2 5
4 2 3 3
6 2 2 4
3 2 4 5
5 1 3 3
5 1 4 4
6 2 2 4
6 2 3 5
7 2 2 4
5 1 4 5
2 1 1 5
6 2 4 3
3 2 0 4
2 1 3 5
4 1 3 3
2 1 0 4
5 1 4 5
4 1 3 5
4 2 2 5

Walkability

SFO Survey 2018 - Walkability Satisfaction Rating
Age Gender Income Satisfaction_Rating
2 2 3 5
3 1 2 3
6 1 2 4
6 1 1 3
3 1 1 5
7 2 3 5
4 1 0 5
4 1 3 5
5 2 3 3
3 1 0 5
3 2 3 4
5 2 2 5
6 2 0 5
3 2 4 5
4 1 4 3
3 2 0 4
7 2 0 5
4 1 0 4
6 2 4 5
0 1 0 4
6 1 4 4
6 2 2 3
7 2 1 4
0 0 0 5
4 1 2 4
7 2 0 5
7 2 2 3
3 2 2 4
6 1 0 4
3 2 1 5

Info Screens

SFO Survey 2018 - Info Screens Satisfaction Rating
Age Gender Income Satisfaction_Rating
2 2 3 4
6 2 4 4
3 2 0 5
7 2 4 3
4 2 3 3
3 1 3 3
4 1 3 4
5 1 3 4
7 1 3 3
3 1 0 4
5 2 2 4
6 2 0 4
3 2 0 3
3 1 1 4
7 2 2 4
7 1 2 4
6 1 1 4
4 2 4 4
7 1 0 4
3 2 0 5
5 2 0 4
3 2 1 5
6 2 4 4
3 2 2 3
3 1 1 5
4 1 4 5
6 1 2 5
3 1 2 5
7 1 3 4
7 2 3 5

Info Booths Lower Level

SFO Survey 2018 - Info Booths Lower Level Satisfaction Rating
Age Gender Income Satisfaction_Rating
0 0 0 5
5 2 2 3
7 2 2 3
6 1 1 3
3 1 4 4
5 2 0 3
5 2 3 5
4 1 4 4
7 2 1 4
6 2 1 5
2 2 3 4
4 1 4 5
5 2 3 4
4 1 3 5
3 1 1 4
6 2 2 4
3 2 2 5
3 2 1 4
3 2 5 3
0 0 0 2
6 2 4 5
3 2 2 4
2 1 2 3
7 1 0 3
6 1 4 3
6 1 4 2
6 1 5 3
3 1 0 4
6 1 2 3
5 1 4 3

Info Booths Upper Level

SFO Survey 2018 - Info Booths Upper Level Satisfaction Rating
Age Gender Income Satisfaction_Rating
6 2 0 4
4 2 3 1
3 2 2 4
7 2 4 1
5 1 4 5
4 1 2 3
4 1 4 4
6 1 1 2
6 1 0 4
3 1 0 4
3 1 1 3
3 2 3 4
3 2 2 5
3 1 1 5
3 1 2 4
5 1 4 3
2 2 3 3
6 2 3 4
3 1 4 5
2 2 2 5
2 2 1 5
2 2 0 5
4 2 0 5
4 1 4 3
3 2 2 3
6 1 4 3
4 1 3 4
3 1 1 3
4 1 1 4
5 1 4 3

WIFI

SFO Survey 2018 - WIFI Satisfaction Rating
Age Gender Income Satisfaction_Rating
5 1 5 5
4 0 2 2
6 1 1 4
5 2 2 5
6 2 0 4
3 2 2 3
7 2 0 4
5 2 3 4
3 2 3 5
4 1 4 4
3 2 0 5
4 2 4 3
5 2 4 3
3 1 4 3
3 2 4 5
6 1 4 5
6 1 3 3
5 2 3 3
5 1 4 5
2 1 1 5
3 2 2 5
6 1 0 5
5 2 2 4
4 1 3 3
7 1 4 4
3 1 2 5
6 2 2 5
3 2 1 5
5 1 4 5
4 2 2 5

Road Signs

SFO Survey 2018 - Road Signs and Directions Satisfaction Rating
Age Gender Income Satisfaction_Rating
3 1 1 5
3 1 2 4
5 2 1 5
3 2 3 4
6 2 0 3
6 1 3 4
3 1 3 5
3 2 1 5
2 1 2 2
7 2 2 5
6 2 0 4
6 2 3 4
0 2 2 4
3 1 3 5
3 2 4 5
4 1 2 4
2 2 3 5
6 1 0 5
3 2 4 5
7 2 3 1
3 2 0 5
6 2 4 5
3 2 1 4
3 1 3 5
3 1 2 5
2 2 2 3
3 2 2 5
2 1 2 4
6 2 1 5
5 1 2 5

Parking Facilities

SFO Survey 2018 - Parking Facilities Satisfaction Rating
Age Gender Income Satisfaction_Rating
6 2 4 4
6 2 2 3
5 2 0 4
6 2 4 4
7 1 2 4
6 2 0 3
4 1 4 5
7 1 3 4
4 1 2 3
7 2 3 5
4 1 3 5
5 1 2 5
7 2 1 5
5 1 2 4
5 1 2 3
7 2 4 5
7 2 1 5
7 1 0 5
2 1 2 4
5 2 1 3
5 2 5 3
5 1 2 3
4 1 4 3
6 1 4 3
6 2 3 3
7 2 4 3
5 2 4 3
1 2 1 3
3 1 3 3
4 1 4 4

Airtrain

SFO Survey 2018 - Airtrain Satisfaction Rating
Age Gender Income Satisfaction_Rating
3 1 0 4
3 1 1 3
6 2 0 5
4 1 2 5
6 1 1 5
6 1 4 4
3 2 3 5
5 2 4 5
6 1 2 4
5 1 3 5
7 1 2 5
3 2 2 4
5 1 2 4
5 2 1 5
3 2 1 5
4 1 3 5
3 2 2 5
7 2 3 4
3 1 3 5
6 1 4 2
0 0 0 5
5 2 4 4
6 1 5 3
3 1 0 4
4 1 0 4
5 1 4 5
4 1 4 3
5 2 0 4
3 2 0 3
3 2 4 4

Long Term Parking

SFO Survey 2018 - Long Term Parking Satisfaction Rating
Age Gender Income Satisfaction_Rating
0 0 0 4
6 1 3 4
5 1 4 3
6 2 3 4
3 1 4 5
4 2 4 5
5 1 2 3
3 2 1 4
6 2 4 4
5 1 4 4
5 1 4 3
6 2 4 4
3 1 4 2
4 1 3 3
0 0 0 4
4 1 0 3
4 1 3 2
3 1 1 4
7 2 3 3
7 1 3 3
4 1 0 5
6 1 0 2
4 1 0 5
6 1 4 2
3 1 0 3
5 1 4 3
6 2 4 3
3 2 1 4
6 2 3 3
5 1 4 4

Rentals

SFO Survey 2018 - Rentals Satisfaction Rating
Age Gender Income Satisfaction_Rating
4 0 2 2
5 2 2 5
5 1 4 4
3 2 2 3
6 2 2 4
3 1 4 2
5 1 4 4
4 1 3 3
5 1 4 5
4 1 3 5
5 2 4 4
7 1 4 4
4 1 2 4
5 1 0 4
4 2 3 5
2 2 2 4
3 2 3 5
3 2 1 2
2 1 1 4
6 1 0 5
6 1 4 5
6 2 2 3
3 1 4 3
5 2 4 2
6 1 3 4
4 1 4 5
0 2 2 4
6 2 3 4
4 1 3 4
6 2 4 3

Satisfaction Graphical Analysis

tabs

Satisfaction Rating Codes

Rating Classification
Rating Rating_code
Unacceptable 1
2
3
4
Outstanding 5

Overall Satisfaction

Tabset Right

Artwork

Food

Retail

Airport Signage

Walkability

Info Screens

Info Booths Lower Level

Info Booths Upper Level

WIFI

Road Signs

Parking Facilities

Long Term Parking Facilities

Airtrain

Car Rental

Demograhic Effect

tabs

Age

Age Classification
Age Age_code
Under 18 1
18 - 24 2
25 - 34 3
35 - 44 4
45 - 54 5
55 - 64 6
65 and over 7

Gender

Gender Classification
Gender Gender_code
Male 1
Female 2
Non-binary 3

Income

Income Classification
Income Income_code
Under 50,000 1
$50,000 - $100,000 2
$100,001 - $150,000 3
Over $150,000 4
Other Currency (specify) 5

tabs

Age

Gender

Income

Numerical Analysis

column

Overall Mean and Standard Deviation

Variable n Mean SD Action_required
Artwork 418 3.949761 0.9264887 No
Food 493 3.523327 0.9095046 Yes
Retail 459 3.562092 0.8704017 Yes
Airport Signage 540 4.027778 0.8791370 No
Walkability 531 4.158192 0.7656689 No
Info Screens 499 4.100200 0.8028438 No
Info Booths Lower Level 298 3.815436 0.9005217 No
Info Booths Upper Level 293 3.907850 0.9517683 No
WIFI 409 4.002445 1.0182135 Yes
Road Signs 356 4.039326 0.9366549 No
Parking 224 3.799107 0.8469407 No
Long Term Parking 120 3.908333 0.9166603 No
Airtrain 258 4.046512 0.8984246 No
Car Rentals 212 3.820755 0.9813152 No

Overall Satisfaction Rathing for all Questions

 Satisfaction_Question       1                2               3         
 Length:14             Min.   : 0.000   Min.   : 6.00   Min.   : 29.00  
 Class :character      1st Qu.: 1.500   1st Qu.:10.00   1st Qu.: 66.00  
 Mode  :character      Median : 4.000   Median :14.50   Median : 86.00  
                       Mean   : 3.929   Mean   :18.71   Mean   : 90.93  
                       3rd Qu.: 5.000   3rd Qu.:21.50   3rd Qu.: 99.00  
                       Max.   :10.000   Max.   :57.00   Max.   :176.00  
       4               5        
 Min.   : 46.0   Min.   : 36.0  
 1st Qu.:112.2   1st Qu.: 65.5  
 Median :135.5   Median : 87.0  
 Mean   :143.9   Mean   :107.5  
 3rd Qu.:183.2   3rd Qu.:154.2  
 Max.   :237.0   Max.   :195.0  

column

Overall Satisfaction Mean by Department

Overall Satisfaction Standard Deviation by Department